New Support Request System

BlueOnyx today announces the rollout of its new Transparent, Flexible Support Request System, designed to make professional support more transparent, flexible, and fair—for both users and maintainers.

The new system introduces clearly defined support options directly within the BlueOnyx GUI, allowing users to choose the level of support that best matches their needs, urgency, and expectations. Rather than a one-size-fits-all model, support requests can now be submitted with explicit scope, pricing, and priority.

Clear options, clear expectations

Users can select from multiple support types, including:

• Free / As-Requested support for bug reports, feedback, or cases explicitly requested by support staff
• Standard and Priority incidents, with minimum pricing and optional higher offers to increase handling priority
• Monthly contracts for regular users requiring predictable support
• Prepaid support hours for planned work, maintenance, and follow-up tasks

Each option includes concise explanations and hover-help texts that clarify scope, response expectations, and suitability—reducing misunderstandings before a ticket is ever submitted.

A well-defined incident model

At the core of the new system is a formal incident definition, clearly distinguishing single, well-scoped support requests from ongoing administration, extended debugging, or custom development work. This helps ensure that requests are handled efficiently and fairly, while protecting both users and maintainers from unclear or expanding scopes.

Designed for professionals

The new Support Request feature was built with experienced system administrators, hosting providers, and MSPs in mind. It avoids hidden rules, vague promises, or opaque pricing, instead favoring clarity, choice, and mutual respect.

Available now

The new Support Request feature is live immediately and available in current BlueOnyx releases. Users can access it directly from the GUI when submitting a support request.

By aligning expectations up front and giving users meaningful choices, BlueOnyx continues its commitment to sustainable open-source development backed by professional, transparent support.